Roadmap for the implementation of total quality management (TQM) in ISO 9001-certified construction companies: Evidence from Turkey

Abstract

This paper aims to develop a roadmap for ISO 9001-certified construction companiesn to move towards effective Total Quality Management (TQM) implementation. Although ISO 9001-certified companies are more ready for TQM implementation, there is no roadmap developed for these companies to move towards TQM. Therefore, in this study, 8 main critical success factors (CSFs) and 24 sub-CSFs of effective TQM implementation were determined through a literature review and expert review meetings. Then, to reveal the application-level differences of these CSFs, a questionnaire survey was prepared and distributed to participants working at 75 Turkish construction companies. The 16 of 75 construction companies were selected among members of the Turkish Quality Association (Kalder). Finally, a total of 40 completed questionnaires were received and t-test analysis was performed on the survey data. The results revealed that the most significant differences observed between these companies are giving quality awareness education to employees, training of employees on how to use quality management methods and tools, quality data related to products provided by suppliers, and measurement of internal customer satisfaction. Consequently, a roadmap was proposed based on the revealed differences. With this roadmap, first, ISO-certified companies should provide quality awareness education to employees, train employees on how to use quality management methods and tools, collect quality data related to products provided by suppliers, and measure internal customer satisfaction to move towards TQM. (c) 2022 THE AUTHORS. Published by Elsevier BV on behalf of Faculty of Engineering, Ain Shams University This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-ncnd/4.0/).